How to Say You're Sorry

Episode description

"You know I try, but I don't do too well with apologies," Justin Bieber once sang. You're not the only one with this problem, Justin! Why is saying sorry so difficult, especially for businesses? In this episode: A veteran tracker of apologies looks at what's changed (and what hasn't) in public apology culture; Basecamp co-founder David Heinemeier Hansson recounts a time when the company had to say sorry; and two founders make a product to help tech companies apologize to their customers.

Before the viral unicorn poop video, before the appearances on Shark Tank and Dr. Oz and Howard Stern—Bobby Edwards was showing his invention at conventions and sending it to alternative health bloggers in hopes of …